Assignment Asset- Scenario Hotel Escargo Mission Statement Serve the business and pleasure traveler by making customer satisfaction priority number one through top quality service, amenities, comfortable surroundings, and friendly employees. Problem Statement Upon the annual review of the Hotel Escargo chain, it was discovered that there was room for improvement with the check-in and check-out system implemented by the Rooms Division Department. In addition, there are many areas that the hotel can improve to raise the overall quality and customer satisfaction. The current process used to check guests in and out of the hotel is inefficient for both the customer and the hotel, and a new process must be developed that provides a convenient and efficient experience for the customer, as well as one that makes the best use of the hotel’s resources. Industry Standards The following are the process standards by which hotels can gain valuable points and awards like the “Roadster Four Diamond” or the “Touring Association Five Platinum Star Award.” Check-in procedure: • Use the guest’s name at least three times. • Look up to greet the guest and use the phrases “Good morning/afternoon/evening.” • Acknowledge guests waiting in the line. • Ask for the guest’s name if not given. • Retrieve reservation, check the room status, and retrieve registration card. • Ask for photo ID to verify reservation information. • Present registration card to guest to verify that the information is correct and ask the guest to sign it. Confirm the following: • • • credit card departure date room category (bedding, smoking preference, view) and rate Next: • Inform a bell person. • Change reservation status to in-house. • Make and present the keys. • Wish the guest an enjoyable stay. Check-in process must be completed in 4 minutes or less. Check-out procedure: • Use the guest’s name at least three times. • Look up to greet the guest and use the phrases “Good morning/afternoon/evening.” • Acknowledge guests waiting in line. • Ask for the guest’s name if not given. • Retrieve reservation, check guest’s account, and retrieve information on credit card expenses. • Ask for photo ID to verify reservation information. • Present the bill to the guest to verify that the information is correct, and ask guest to sign for confirmation. Confirm the following: • • credit card departure time Next: • Inform a bell person. • Change reservation status to checked-out. • Inform Valet or Transportation manager. • Wish the guest a safe trip. Check out process must be performed in 2 minutes or less. Current Procedures: Hotel Escargo Check-in Process The check-in process starts when the hotel clerk at the front desk verifies whether or not the customer made a reservation. There are two ways to verify the reservation: reference an ID number OR verify a driver’s license or some other form of ID. The guest retrieves a key or key card at the front desk. The clerk notifies the bellman if the customer needs help to his/her assigned room. In cases where the room is unavailable due to cleaning or otherwise, the clerk informs the guest of the situation and determines if another equivalent room may be assigned; otherwise, the guest waits. Once the guest is informed that the room is available, the clerk notifies the bellman as required to assist the guest to his/her room. If there is no vacancy, the clerk will contact another hotel as a good faith gesture. Average Check in Time Hotel Escargo The average check-in time was measured for guests at Hotel Escargo on July 31 of this year, with results as follows: Guest Name Weinberg, J Time in Seconds 250 Block, M 442 Roberts, T 161 Wolf, B 397 Nomery, S 274 Deloach, M 418 Roth, R 428 Kleven, J 456 Young, E 151 Hannah, C 490 Anthony, J 138 Stewart, J 152 Anderson, Y 154 Kalu, M 146 Smith, C 235 Hartigan, R 196 Usborne, N 292 Pratt, J 464 Harris, R 364 Ritsema, P 249 Prince, B 134 Venter, F 197 Wassenaar, B 415 Lennox, S 507 Jones, H 432 Harvey, H 427 Dean, J 137 Bradley, J 173 Ruggerio, H 160 Total 8439 Average Time 291.0 Average Time in Minutes 4 minutes and 51 seconds. Average Check-out Time Hotel Escargo The check-out time was recorded for guests on August 1 of this year. Guest Name Time in Seconds O’Hara, K 228 Belk, D 233 Rodriguez, C 100 Yeh, F 261 Pantazi, R 188 Hussain, P 203 Cho, H 157 Peters, J 214 Roth, R 124 Kleven, J 274 Young, E 172 Hannah, C 143 Anthony, J 221 Stewart, J 187 Anderson, Y 228 Kalu, M 206 Smith, C 182 Hartigan, R 117 Usborne, N 226 Pratt, J 237 Harris, R 224 Weinberg, J 227 Block, M 128 Roberts, T 150 Wolf, B 245 Nomery, S 190 Deloach, M 260 Rosenberg, V 197 Block, M 188 Matheas, J 260 Blaum, T 131 Bloom, A 206 Total 6307 Average Time Average Time in Minutes 197.1 3 minutes and 17 seconds. Current Procedure: Change request The average time a guest must wait when requesting changes (such as a room move or change of room category) needs to be no longer than six minutes. If extra time was needed to find the right room, the manager on duty would explain the condition to the guest and immediately find another room. Excessive change requests present negative impacts on all departments within the organization and increase the time in assigning a customer to a room. The following are action items implemented when a change request is initiated: 1 Manager on duty has to request housekeeping to clean the room again. 2 Bell desk attendant removes all luggage from the old room and takes it to the new assigned room. 3 In the event that amenities were assigned, a staff member must move the amenities from the original assigned room to the new room. 4 The front desk annotates the changes into the reservation computer network and issues a receipt to the customer. The change request time was recorded for guests on July 31 of this year. Guest Name Time in Seconds Rosenberg, V 560 Block, M 556 Matheas, J 629 Blaum, T 520 Allen, D 702 Cleveland, M 796 Paris, N 763 Sanclair, M 586 Weinberg, J 474 Block, M 616 Roberts, T 487 Wolf, B 393 Nomery, S 629 Deloach, M 732 Roth, R 584 Kleven, J 806 Young, E 720 Hannah, C 556 Anthony, J 799 Stewart, J 789 Anderson, Y 615 Kalu, M 472 Smith, C 400 Hartigan, R 723 Usborne, N 622 Pratt, J 707 Harris, R 554 Ritsema, P 729 Harvey, H 657 Dean, J 613 Bradley, J 566 Ruggerio, H 779 Total Average Time Average Time in Minutes 20134 629.2 10 minutes and 29 seconds. Other Hotel Escargo Services Other services needing to be reviewed include the following: • room service • newspaper delivery • automated teller machine (ATM) • baggage storage • beverage area • complimentary concierge desk • elevators • gift shop • laundry/valet service • local area transportation • lounge • luggage hold • multi-lingual staff • news stand • safety deposit box • shoe shine stand • tour desk • audio/visual equipment rental • business center • express mail • fax • meeting rooms • modem • notary public • photo copying service • printer • secretarial service • video conferencing • fitness room • cribs Assignment Asset- Scenario Hotel Escargo Mission Statement Serve the business and pleasure traveler by making customer satisfaction priority number one through top quality service, amenities, comfortable surroundings, and friendly employees. Problem Statement Upon the annual review of the Hotel Escargo chain, it was discovered that there was room for improvement with the check-in and check-out system implemented by the Rooms Division Department. In addition, there are many areas that the hotel can improve to raise the overall quality and customer satisfaction. The current process used to check guests in and out of the hotel is inefficient for both the customer and the hotel, and a new process must be developed that provides a convenient and efficient experience for the customer, as well as one that makes the best use of the hotel’s resources. Industry Standards The following are the process standards by which hotels can gain valuable points and awards like the “Roadster Four Diamond” or the “Touring Association Five Platinum Star Award.” Check-in procedure: • Use the guest’s name at least three times. • Look up to greet the guest and use the phrases “Good morning/afternoon/evening.” • Acknowledge guests waiting in the line. • Ask for the guest’s name if not given. • Retrieve reservation, check the room status, and retrieve registration card. • Ask for photo ID to verify reservation information. • Present registration card to guest to verify that the information is correct and ask the guest to sign it. Confirm the following: • • • credit card departure date room category (bedding, smoking preference, view) and rate Next: • Inform a bell person. • Change reservation status to in-house. • Make and present the keys. • Wish the guest an enjoyable stay. Check-in process must be completed in 4 minutes or less. Check-out procedure: • Use the guest’s name at least three times. • Look up to greet the guest and use the phrases “Good morning/afternoon/evening.” • Acknowledge guests waiting in line. • Ask for the guest’s name if not given. • Retrieve reservation, check guest’s account, and retrieve information on credit card expenses. • Ask for photo ID to verify reservation information. • Present the bill to the guest to verify that the information is correct, and ask guest to sign for confirmation. Confirm the following: • • credit card departure time Next: • Inform a bell person. • Change reservation status to checked-out. • Inform Valet or Transportation manager. • Wish the guest a safe trip. Check out process must be performed in 2 minutes or less. Current Procedures: Hotel Escargo Check-in Process The check-in process starts when the hotel clerk at the front desk verifies whether or not the customer made a reservation. There are two ways to verify the reservation: reference an ID number OR verify a driver’s license or some other form of ID. The guest retrieves a key or key card at the front desk. The clerk notifies the bellman if the customer needs help to his/her assigned room. In cases where the room is unavailable due to cleaning or otherwise, the clerk informs the guest of the situation and determines if another equivalent room may be assigned; otherwise, the guest waits. Once the guest is informed that the room is available, the clerk notifies the bellman as required to assist the guest to his/her room. If there is no vacancy, the clerk will contact another hotel as a good faith gesture. Average Check in Time Hotel Escargo The average check-in time was measured for guests at Hotel Escargo on July 31 of this year, with results as follows: Guest Name Weinberg, J Time in Seconds 250 Block, M 442 Roberts, T 161 Wolf, B 397 Nomery, S 274 Deloach, M 418 Roth, R 428 Kleven, J 456 Young, E 151 Hannah, C 490 Anthony, J 138 Stewart, J 152 Anderson, Y 154 Kalu, M 146 Smith, C 235 Hartigan, R 196 Usborne, N 292 Pratt, J 464 Harris, R 364 Ritsema, P 249 Prince, B 134 Venter, F 197 Wassenaar, B 415 Lennox, S 507 Jones, H 432 Harvey, H 427 Dean, J 137 Bradley, J 173 Ruggerio, H 160 Total 8439 Average Time 291.0 Average Time in Minutes 4 minutes and 51 seconds. Average Check-out Time Hotel Escargo The check-out time was recorded for guests on August 1 of this year. Guest Name Time in Seconds O’Hara, K 228 Belk, D 233 Rodriguez, C 100 Yeh, F 261 Pantazi, R 188 Hussain, P 203 Cho, H 157 Peters, J 214 Roth, R 124 Kleven, J 274 Young, E 172 Hannah, C 143 Anthony, J 221 Stewart, J 187 Anderson, Y 228 Kalu, M 206 Smith, C 182 Hartigan, R 117 Usborne, N 226 Pratt, J 237 Harris, R 224 Weinberg, J 227 Block, M 128 Roberts, T 150 Wolf, B 245 Nomery, S 190 Deloach, M 260 Rosenberg, V 197 Block, M 188 Matheas, J 260 Blaum, T 131 Bloom, A 206 Total 6307 Average Time Average Time in Minutes 197.1 3 minutes and 17 seconds. Current Procedure: Change request The average time a guest must wait when requesting changes (such as a room move or change of room category) needs to be no longer than six minutes. If extra time was needed to find the right room, the manager on duty would explain the condition to the guest and immediately find another room. Excessive change requests present negative impacts on all departments within the organization and increase the time in assigning a customer to a room. The following are action items implemented when a change request is initiated: 1 Manager on duty has to request housekeeping to clean the room again. 2 Bell desk attendant removes all luggage from the old room and takes it to the new assigned room. 3 In the event that amenities were assigned, a staff member must move the amenities from the original assigned room to the new room. 4 The front desk annotates the changes into the reservation computer network and issues a receipt to the customer. The change request time was recorded for guests on July 31 of this year. Guest Name Time in Seconds Rosenberg, V 560 Block, M 556 Matheas, J 629 Blaum, T 520 Allen, D 702 Cleveland, M 796 Paris, N 763 Sanclair, M 586 Weinberg, J 474 Block, M 616 Roberts, T 487 Wolf, B 393 Nomery, S 629 Deloach, M 732 Roth, R 584 Kleven, J 806 Young, E 720 Hannah, C 556 Anthony, J 799 Stewart, J 789 Anderson, Y 615 Kalu, M 472 Smith, C 400 Hartigan, R 723 Usborne, N 622 Pratt, J 707 Harris, R 554 Ritsema, P 729 Harvey, H 657 Dean, J 613 Bradley, J 566 Ruggerio, H 779 Total Average Time Average Time in Minutes 20134 629.2 10 minutes and 29 seconds. Other Hotel Escargo Services Other services needing to be reviewed include the following: • room service • newspaper delivery • automated teller machine (ATM) • baggage storage • beverage area • complimentary concierge desk • elevators • gift shop • laundry/valet service • local area transportation • lounge • luggage hold • multi-lingual staff • news stand • safety deposit box • shoe shine stand • tour desk • audio/visual equipment rental • business center • express mail • fax • meeting rooms • modem • notary public • photo copying service • printer • secretarial service • video conferencing • fitness room • cribs Assignment Asset- Scenario Hotel Escargo Mission Statement Serve the business and pleasure traveler by making customer satisfaction priority number one through top quality service, amenities, comfortable surroundings, and friendly employees. Problem Statement Upon the annual review of the Hotel Escargo chain, it was discovered that there was room for improvement with the check-in and check-out system implemented by the Rooms Division Department. In addition, there are many areas that the hotel can improve to raise the overall quality and customer satisfaction. The current process used to check guests in and out of the hotel is inefficient for both the customer and the hotel, and a new process must be developed that provides a convenient and efficient experience for the customer, as well as one that makes the best use of the hotel’s resources. Industry Standards The following are the process standards by which hotels can gain valuable points and awards like the “Roadster Four Diamond” or the “Touring Association Five Platinum Star Award.” Check-in procedure: • Use the guest’s name at least three times. • Look up to greet the guest and use the phrases “Good morning/afternoon/evening.” • Acknowledge guests waiting in the line. • Ask for the guest’s name if not given. • Retrieve reservation, check the room status, and retrieve registration card. • Ask for photo ID to verify reservation information. • Present registration card to guest to verify that the information is correct and ask the guest to sign it. Confirm the following: • • • credit card departure date room category (bedding, smoking preference, view) and rate Next: • Inform a bell person. • Change reservation status to in-house. • Make and present the keys. • Wish the guest an enjoyable stay. Check-in process must be completed in 4 minutes or less. Check-out procedure: • Use the guest’s name at least three times. • Look up to greet the guest and use the phrases “Good morning/afternoon/evening.” • Acknowledge guests waiting in line. • Ask for the guest’s name if not given. • Retrieve reservation, check guest’s account, and retrieve information on credit card expenses. • Ask for photo ID to verify reservation information. • Present the bill to the guest to verify that the information is correct, and ask guest to sign for confirmation. Confirm the following: • • credit card departure time Next: • Inform a bell person. • Change reservation status to checked-out. • Inform Valet or Transportation manager. • Wish the guest a safe trip. Check out process must be performed in 2 minutes or less. Current Procedures: Hotel Escargo Check-in Process The check-in process starts when the hotel clerk at the front desk verifies whether or not the customer made a reservation. There are two ways to verify the reservation: reference an ID number OR verify a driver’s license or some other form of ID. The guest retrieves a key or key card at the front desk. The clerk notifies the bellman if the customer needs help to his/her assigned room. In cases where the room is unavailable due to cleaning or otherwise, the clerk informs the guest of the situation and determines if another equivalent room may be assigned; otherwise, the guest waits. Once the guest is informed that the room is available, the clerk notifies the bellman as required to assist the guest to his/her room. If there is no vacancy, the clerk will contact another hotel as a good faith gesture. Average Check in Time Hotel Escargo The average check-in time was measured for guests at Hotel Escargo on July 31 of this year, with results as follows: Guest Name Weinberg, J Time in Seconds 250 Block, M 442 Roberts, T 161 Wolf, B 397 Nomery, S 274 Deloach, M 418 Roth, R 428 Kleven, J 456 Young, E 151 Hannah, C 490 Anthony, J 138 Stewart, J 152 Anderson, Y 154 Kalu, M 146 Smith, C 235 Hartigan, R 196 Usborne, N 292 Pratt, J 464 Harris, R 364 Ritsema, P 249 Prince, B 134 Venter, F 197 Wassenaar, B 415 Lennox, S 507 Jones, H 432 Harvey, H 427 Dean, J 137 Bradley, J 173 Ruggerio, H 160 Total 8439 Average Time 291.0 Average Time in Minutes 4 minutes and 51 seconds. Average Check-out Time Hotel Escargo The check-out time was recorded for guests on August 1 of this year. Guest Name Time in Seconds O’Hara, K 228 Belk, D 233 Rodriguez, C 100 Yeh, F 261 Pantazi, R 188 Hussain, P 203 Cho, H 157 Peters, J 214 Roth, R 124 Kleven, J 274 Young, E 172 Hannah, C 143 Anthony, J 221 Stewart, J 187 Anderson, Y 228 Kalu, M 206 Smith, C 182 Hartigan, R 117 Usborne, N 226 Pratt, J 237 Harris, R 224 Weinberg, J 227 Block, M 128 Roberts, T 150 Wolf, B 245 Nomery, S 190 Deloach, M 260 Rosenberg, V 197 Block, M 188 Matheas, J 260 Blaum, T 131 Bloom, A 206 Total 6307 Average Time Average Time in Minutes 197.1 3 minutes and 17 seconds. Current Procedure: Change request The average time a guest must wait when requesting changes (such as a room move or change of room category) needs to be no longer than six minutes. If extra time was needed to find the right room, the manager on duty would explain the condition to the guest and immediately find another room. Excessive change requests present negative impacts on all departments within the organization and increase the time in assigning a customer to a room. The following are action items implemented when a change request is initiated: 1 Manager on duty has to request housekeeping to clean the room again. 2 Bell desk attendant removes all luggage from the old room and takes it to the new assigned room. 3 In the event that amenities were assigned, a staff member must move the amenities from the original assigned room to the new room. 4 The front desk annotates the changes into the reservation computer network and issues a receipt to the customer. The change request time was recorded for guests on July 31 of this year. Guest Name Time in Seconds Rosenberg, V 560 Block, M 556 Matheas, J 629 Blaum, T 520 Allen, D 702 Cleveland, M 796 Paris, N 763 Sanclair, M 586 Weinberg, J 474 Block, M 616 Roberts, T 487 Wolf, B 393 Nomery, S 629 Deloach, M 732 Roth, R 584 Kleven, J 806 Young, E 720 Hannah, C 556 Anthony, J 799 Stewart, J 789 Anderson, Y 615 Kalu, M 472 Smith, C 400 Hartigan, R 723 Usborne, N 622 Pratt, J 707 Harris, R 554 Ritsema, P 729 Harvey, H 657 Dean, J 613 Bradley, J 566 Ruggerio, H 779 Total Average Time Average Time in Minutes 20134 629.2 10 minutes and 29 seconds. Other Hotel Escargo Services Other services needing to be reviewed include the following: • room service • newspaper delivery • automated teller machine (ATM) • baggage storage • beverage area • complimentary concierge desk • elevators • gift shop • laundry/valet service • local area transportation • lounge • luggage hold • multi-lingual staff • news stand • safety deposit box • shoe shine stand • tour desk • audio/visual equipment rental • business center • express mail • fax • meeting rooms • modem • notary public • photo copying service • printer • secretarial service • video conferencing • fitness room • cribs